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COVID-19 FAQs

COVID-19 FAQs

CarShop

CarShop

  • 26 May, 2020
  • 6 min read

Published: 24/03/2020

Last updated: 26/05/2020

Below are some of the common questions we have been asked in relation to COVID-19, and it's impact on our business, colleagues, customers and communities. This blog will be updated regularly, so please keep checking it for the latest information.

General

Q. What date will you be reopening?

A. Our stores and service centres will be open from Monday 1st June; however, our team is available online or over the phone to get you booked in for an appointment.

Q. Are you currently accepting cash?

A. Sorry, we currently have a ‘No Cash’ policy in place, and are only accepting card payments, contactless payments or bank transfers.

Q. What if I purchased a car before lockdown but didn't collect it?

A. All stores will be open from Monday 1st June; our team will contact any customers who need to collect their car and a priority appointment will be arranged.

Q. What if I reserved a car during lockdown?

A. Your car's safe and ready to go! Our team will be in touch and arrange a priority appointment for you to visit your nearest store.

Q. Can I still buy a car?

A. Due to COVID-19, our stores and service centres are due to reopen on Monday 1st June, and our colleagues are available (working remotely) to help you choose a car, secure finance, request a priority service or MOT appointment and answer any questions you may have.

Our website, CarShop.co.uk remains fully operational for you to find a car, carry out a free finance check or get a part exchange valuation. You'll also still be able to hold a car for a fully-refundable £99 deposit and will be given a priority appointment to view and test the vehicle as soon as we're able to re-open our stores.

Q. I’m worried my car won’t start when I need it to – what can I do?

A. People are rightly worried about their car batteries going flat because they aren’t driving as much as normal.

As the government advice is only to drive when essential, drivers will have to keep their batteries healthy, by considering the below:

1) If you have more than one car it’s probably best to alternate between them for your essential journeys so they both get used. You should also consider driving the one with the older or weaker battery more often.

2) If you keep your car in a garage, you may want to consider using a trickle charger which uses electricity to keep a battery charged.

3) If you're safely able to do so, start your car and leave it running for 10 minutes every day.

Customer service

Q. What is the best way to contact you?

A. We’ve been working hard to ensure we’re still available for our customers during our period of temporary closure.

This blog has been designed to provide answers to many of the questions we’ve been asked but, should you still want to get in touch and your query is urgent, you can call us on 0333 800 1695 or send an email to quality@carshop.co.uk.

Our team is also available to answer questions over Live Chat and Facebook, so we can ensure you can get the information you need in a way that works for you.

Service centre

Q. What if I booked an MOT or service before or during lockdown?

A. Our service centres are reopening for service, MOT or maintenance work on Monday 1st June, and our team will contact you directly and arrange a priority appointment.

Q. I already have my car with you for servicing or repair - what do I do?

A. We're currently working with our service centre teams to understand all the cars we can safely get returned to their owners - we'll be updating those people directly.

Q. My car needs an MOT, can I still make a booking?

A. Prior to our stores reopening on Monday 1st June, we’re allowing customers to request a call back through our website. Our team will contact all customers who have requested an appointment as a priority.

On March 25th 2020, the Government announced a 6-month MOT exemption period for any motorist whose car/van/motorcycle is due an MOT after March 30th 2020, to allow for essential travel. To view the latest Government advice, click here.

Q. I had an MOT booked with you prior to lockdown, when will my appointment be?

A. Our teams are currently contacting customers who have open bookings to discuss all options available.

Q. Can I cancel my service plan and get my money back, so I can service my car elsewhere?

A. Should you wish to cancel your service plan or prepaid MOT, please email quality@carshop.co.uk and a member of our team will come back to you as soon as they can to discuss all the options. Please bear with us during this extremely busy period.

Finance and products

Q. What if I want to claim under the 3-month guarantee or Extended Warranty?

A. Our customer support team is still available to provide advice and support and such matters. Simply call 0333 800 1695 and we’ll be happy to help. We do appreciate that the lines may be busy so, if you can’t get through or are unable to call, please email quality@carshop.co.uk with all the details. Our team will aim to respond within 24 hours, but please bear with us as it’s extremely busy.

Q. I need to talk to someone about my finance agreement, who can I contact?

A. During these uncertain times, should you have any concerns or queries about your monthly repayments, we strongly advise that you contact your lender as soon as possible - rest assured, they are happy to help. The type of assistance they can offer will vary depending on your own individual set of circumstances, but logging it with them early is key.

Below are the details of each of our main funding partners websites, the majority of which have been updated to include specific FAQs relating to COVID-19 related concerns.

Alphera - https://alphera.co.uk/most-frequently-asked-questions

Barclays Partner Finance - https://www.barclayspartnerfinance.com/home/personal/money-worries/

Black Horse Finance - https://www.blackhorse.co.uk/contact/Money-Worries

Hitatchi - https://www.hitachipersonalfinance.co.uk/faqs/

Marsh Finance - https://www.marshfinance.com/contact-us/

Motonovo - https://customer.motonovofinance.com/coronavirus-support

Northridge - https://www.northridgefinance.com/covid-19-customer-information-and-support/

Santander - https://www.santanderconsumer.co.uk/manage-your-account/

If your finance provider is not listed above, or you still need assistance, please call us on 0333 800 1695 and our team will be able to provide you with details.

Fraud Awareness:  Regrettably, it appears that our industry is being targeted during this difficult time by a minority of fraudsters and scammers who are sophisticated, opportunistic and will try many things to impersonate innocent and vulnerable customers.  Therefore, we would urge you to remain vigilant when dealing with any individuals who contact you directly during this time unprompted and we would strongly advise you to follow the advice and guidance of the FCA in order to protect yourself.  https://www.fca.org.uk/consumers/coronavirus-covid-19

Q. My PCP agreement is ending, what can I do?

A. Please contact your lender to discuss. Their contact details will be on your credit agreement, but we recommend you check their website out before calling them.

Below are the details of each of our main funding partners websites, the majority of which have been updated to include specific FAQs relating to COVID-19 related concerns.

Alphera - https://alphera.co.uk/most-frequently-asked-questions

Barclays Partner Finance - https://www.barclayspartnerfinance.com/home/personal/money-worries/

Black Horse Finance - https://www.blackhorse.co.uk/contact/Money-Worries

Hitatchi - https://www.hitachipersonalfinance.co.uk/faqs/

Marsh Finance - https://www.marshfinance.com/contact-us/

Motonovo - https://customer.motonovofinance.com/coronavirus-support

Northridge - https://www.northridgefinance.com/covid-19-customer-information-and-support/

Santander - https://www.santanderconsumer.co.uk/manage-your-account/

If your finance provider is not listed above, or you still need assistance, please call us on 0333 800 1695 and our team will be able to provide you with details.

Fraud Awareness:  Regrettably, it appears that our industry is being targeted during this difficult time by a minority of fraudsters and scammers who are sophisticated, opportunistic and will try many things to impersonate innocent and vulnerable customers.  Therefore, we would urge you to remain vigilant when dealing with any individuals who contact you directly during this time unprompted and we would strongly advise you to follow the advice and guidance of the FCA in order to protect yourself.  https://www.fca.org.uk/consumers/coronavirus-covid-19